Olivia Lonzo
New Orleans,LA
Summary
Accomplished professional specializing in patient care and data integrity. Expertise in training and supervising diverse teams to deliver exceptional service while adhering to HIPAA regulations. Proven ability to streamline processes and enhance patient satisfaction through effective communication and problem-solving.
Overview
10
10
years of professional experience
Work History
Patient Care Coordinator
Ent and Allergy of New Orleans
New Orleans, Louisiana
08.2024 - Current
- Coordinated patient appointments and managed scheduling conflicts effectively.
- Assisted patients with insurance verification and benefits explanation.
- Conducted insurance analysis to identify and resolve coverage issues or inefficiencies.
Front Office Receptionist & (Remote) Call Center Agent
Elevate ENT
The Woodlands, USA
09.2023 - 07.2024
- Coordinated patient care with clinical staff and surgery schedulers to ensure seamless service.
- Collected payments for appointments and surgeries based on medical insurance benefits.
- Patient appointment maintenance and scheduling.
- Organized and stored patient forms, records, and consents in compliance with office policies and HIPAA.
Supervisor/New Hire Trainer
Magnolia Family Medicine
Magnolia, USA
08.2021 - 07.2023
- Trained and supervised team members across 5 locations to ensure consistent service delivery.
- Onboard doctors, medical assistants and administrative personnel.
- Develop training materials, procedures and visual aids to achieve organizational goals.
- Policy and procedure enforcement to ensure client/staff safety and quality of services.
- Field complaints from clients, providing immediate solutions while remaining HIPAA compliant.
- Train and supervise an international team of Healthcare Virtual Assistants based in the Philippines.
- Managed shift schedules for multiple locations to maintain optimal staffing levels and address increased work demands and unexpected absences.
- Supervised insurance verification department and personally oversaw and obtained all insurance quotes.
Team Lead
Magnolia Family Medicine
Magnolia, USA
08.2020 - 08.2021
- Coordinated front desk team to support over 10 healthcare providers.
- Act as liaison between imaging company and patients, offering further testing as needed.
- Liaised between imaging company and insurance to obtain diagnostic codes and confirm charges.
- Coordinated patient appointments, safeguarding patient privacy and avoiding schedule conflicts.
- Solved customer issues, escalating as needed to higher management or HR.
Receptionist
Magnolia Family Medicine
Magnolia, USA
12.2018 - 08.2020
- Managed patient check-in, addressed complaints, and ensured positive first impressions.
- Processed payments, including billing, collections, and insurance verifications.
- Document verification, insurance benefit verification, utilized patient portal to record health history.
- Observed strict HIPAA guidelines while adhering to company policy.
Sales/Business Management
Massage Envy Spa
The Woodlands, USA
07.2016 - 12.2018
- Trained front staff and new service providers to enhance sales techniques and customer service skills.
- Organized and hosted events to present new products/services to existing customer database.
- Hired and scheduled employees while resolving conflicts to maintain team cohesion.
Education
Bachelor of Science - Marketing Research
Colorado State University Global
Denver, CO03-2026
Personal Trainer - Functional Training & Nutrition
Personal Training Academy
Spring, TX09-2019
Associates of Business -
Lone Star College
Conroe, TX01-2018
Skills
- Vision implementation
- Customer service
- Training development
- Analytical skills
- R programming
- Python programming
- SAS programming
- Research analysis
- Eclinical Works
- Staff management and training
- Medicare and commercial insurance
- Relationship building
- Written communication
- Verbal communication
- Adaptability
Timeline
Patient Care Coordinator
Ent and Allergy of New Orleans
08.2024 - Current
Front Office Receptionist & (Remote) Call Center Agent
Elevate ENT
09.2023 - 07.2024
Supervisor/New Hire Trainer
Magnolia Family Medicine
08.2021 - 07.2023
Team Lead
Magnolia Family Medicine
08.2020 - 08.2021
Receptionist
Magnolia Family Medicine
12.2018 - 08.2020
Sales/Business Management
Massage Envy Spa
07.2016 - 12.2018
Bachelor of Science - Marketing Research
Colorado State University Global
Personal Trainer - Functional Training & Nutrition
Personal Training Academy
Associates of Business -
Lone Star College